Complaints

This profile includes complaints for Texas Bay Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Texas Bay Credit Union

  12611 Fuqua St Houston, TX 77034-4646

• 

  Texas Bay Credit Union

  1301 Highway 225 Pasadena, TX 77506

• 

  Texas Bay Credit Union

  12310 W Lake Houston Pkwy Houston, TX 77044-6185

• 

  Texas Bay Credit Union

  15245 Wallisville Rd Houston, TX 77049-4617

• 

  Texas Bay Credit Union

  9212 Fry Rd #100 Cypress, TX 77433

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2015 Texas Silverado from ****** ********* and re-financed it thru Texas Bay Credit Union. I owed $819 on the vehicle. Had a CC $7000 my husband stopped paying his CC. I put a new transmission, new altanator and battery cables(11/1/2024). In January of 2024, they said this was about the credit cards that we had.He stopped paying and I explained to them that I be paying my car off and my credit card . I had lost my daughter and separated from my husband. he reused to pay. I advised **** of this information, they said I would be responsible since it was a cross collateral loan. I said I had not signed for that loan. I would not be paying for my husband. I asked them to send me a *** of the paperwork showing I signed the agreement.I have never put anything up for collateral. the copy it was an electronic signature. my husband and I have been with **** since early 2000's I told them that my husband did that without my knowledge(married). They still told me that I was responsible. I constantly talked to them. I kept telling my story that never changed to different people in this one year.I was to make a payment today in the amount of $463 to get my card to the credit limit and not be over. I spoke with a lady named ****** last several times who I made the arrangements with. I have been talking with **** the entire year trying to work with them. Trying to do the right thing. My altanator went out on my truck 2 months ago from today. They thought I was hiding my truck but it was being repaired. It took long because it cost ***** dollars to repair. I paid the last $200 on Saturday nov.2, 24. I had just called **** on Friday to confirm payment I was to make today. **** had my vehicle picked up on Nov 3 at 2am. I agreed to continue to pay even though my card was charged off and pay off my truck.They told me not to pay the truck note just the credit card with this payment since the credit card was the problem. I am so disappointed in TBCU character.

  Business Response

  Date: 11/20/2024

  In reference to ****** ********* complaint, please find our response below for your review.

  Mrs. ******** asserts that she did not consent to being a joint user on her husbands ********************** card. However, documents indicate that she signed using an e-signature via DocuSign. An email was sent to members work email address, which she accessed after completing identity verification.

  On June 10, 2021, Ms. ****** ******** signed for Master Card ending XXXX and on 6/11/2021 ****** signed as a joint for Master Card ending XXXX. In the Credit Card agreement and disclosure statement section Joint Applicant Liability, states Each person who has applied for the credit card shall be jointly and individually liable to us for all charges made to the account, including applicable fees. In addition, you agree that each of you designates the other as agent for the purpose of making purchases, cash advances or balance transfers under this agreement and each use of your card or account shall be an extension of credit to all.
  Mrs. ******** also mentioned that she never provided anything as collateral.

  On June 11, 2021, Ms. ******** signed a Promissory Note-Disclosure Security Agreement, securing collateral for 2015 Chevrolet Silverado vin ending G384161. Section Security Interest states, By authenticating the note and receiving the benefits of our loan described on page 1, you are giving the Credit Union a security interest in the property described in the note, disclosure and security agreement and present and future individual and joint accounts you have in the Credit Union. It also states,You are giving this security interest in all assets and property separately pledged, to secure payment of this loan as well as any other amounts you now owe or will owe the Credit Union whether or not those debts were intended to be secured or personal. The collateral also secures your performance of all other obligations under your loan, this Security Agreement and any other Agreement you have with the Credit Union.
  Additionally, the Promissory Note Disclosure Security Agreement specifies that you will be in default if you break any promise in this security agreement or if you are in default on your loan. If you are pledging property as an other owner of collateral, you will be in default if anyone who signed or otherwise authenticated the note is in default.

  Mrs. ******** also mentions that she has been collaborating with a **** representative to arrange her auto and credit card matters. The last payment recorded for her primary credit card was on 4/2/2024, 8/16/2024 for her auto loan, and for her joint credit card, last payment was received on 11/13/2023.

  The repossession was a result of delinquency and non-payment on the vehicle and credit cards.

  We always strive to assist our members to the best of our ability, and Mrs. ******** is no exception. We reached out to Mrs. ******** by sending notices via text and making phone calls. To effectively serve our members,we need their cooperation by responding to Texas Bay Credit Union and adhering to the established arrangements.

• Initial Complaint

  Date:09/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Payment was never late and balance has been paid in full. **** hasn't responded to request to be given statements showing alleged balance.

  Business Response

  Date: 09/09/2024

  We attempted to call ********* on 09/06/2024 at 2:10pm but he stated he was at work and requested that we call him back when he gets out after 5pm. We called Mr. ****** at 5:19 PM and the call went straight to voicemail.
  
  On 12/24/2020, Mr. ******* auto was assigned out for repo loan when he was 56 days delinquent. The auto was eventually repossessed on 03/08/2021 when the loan was 130 days delinquent.
  
  We then sold the car at auction for less than the loan balance and member was left owing a deficiency note balance of $8,099.61. 

  Mr. ****** may contact us at ************ and we would be happy to provide statements and repossession documents along with the deficiency balance letter mailed to him. 

  Thank you,

  Texas Bay Credit Union

• Initial Complaint

  Date:09/03/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I'm disable person I've had a stroke that affected the left side of my body and I 'M missing my left hand I finance a car from Texas bay credit union March 2022 now I'm working at this time and i'm always on time with my payments In 2023 I had to surgery on my Legs and I had to stop working and was on disability 6 to 7 months so I couldn't drive my carnote was ****** every moth and that was paid I had park my car when I stop working i couldn't afford rent carnote and insurance so I paid my rent and carnote and so I cancel my car insurance cause I couldn't drive with my legs being so swollen and in pain I was talking to ***** @ TBCU and let her know as soon as I went back to work i would get my full courage back now for 6 months they never call me to say you have to pay for there insurance or they would repo my car not one notice email or call now June ****** 2024 I went and paid my carnote in person @ ***** W.Airport and gave them my proof of full courage insurance In August 2024 I paided my carnote Once i got full courage and it for 3 months August ******* 7am they came and repo my car with no phone call to say ther are repo my car so i just when back to work for one month with my disability i couldn't go that day i was told that ******* ******* the manager gave the order but again no phone or email to say anything I miss days off work when I was on a probation period September 3 2024 I had to pay to retrive my car ******* TBCU and 345. from Tow comany in ********* so I had to catch a **** All this could have been avioded if they would have place a call they assume if they jack up the fee I couldn't afford to get it back I need help getting a refund Texas bay credit union tried to take advantage of my disabitily and unethical practive

  Business Response

  Date: 09/17/2024

  In reference to Mr. *************** please find our response below for your review.

  Mr. ***** states due health reasons he had to cancel his car insurance while he was unable to work. Mr.***** states that his vehicle was repossessed without any notice from the Texas Bay Credit Union.
  
  It is a requirement of Texas Bay Credit Union that property secured by a loan is covered with adequate insurance. On 3/15/2022 Mr. ***** signed a Motor Vehicle Retail Installment Contract and Security Agreement. The Agreement to ***************** states,You agree to provide property insurance on the property against loss and physical damage and subject to a maximum deducible amount indicated in the Insurance Disclosures and Debt Cancellation Agreement section, or as we will otherwise require. The insurer must be authorized to do business in Texas. You will name us loss ***** on any such policy. You will keep the insurance in full force and effect until this contract is paid in full.  It also states,If you fail to obtain or maintain this insurance, or name us as loss payee, we may obtain insurance to protect our interest in the property. We will add the premium for this insurance to the amount you owe us. Any amount we pay will be due immediately. 
  
  We always try to assist our members as much as we can, and Mr. ***** was no exception. We reached out to Mr. ***** by sending notices by mail and placing calls. To assist our members,we need assistance from them as well by responding to Texas Bay Credit Union attempts when we make contact. 

  Customer Answer

  Date: 09/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,  They never call or email me to say your car is your car is up to be repo if you don't get there insurance when i was speaking to their rep ***** not sure of her last name it had been 3 months after I have surgery and was trying too recover but i was still kept my carnote current ****** every month but had to drop my insurance cause i couldn't afford it plus i wasn't not driving the car  cause of the swelling in both of my legs that had server pain when I walk along with my others disability  i had made on time payment  for a year in a half from 2022 to june of 2023 it took me 8 months to recover  but still paying my carnote which was ****** every month  as I'm talking to ***** letting her know my process  that once i go back to work i will get caught up on my insurance  now a year have pass with me paying the carnote  and still no talk about them repo my car. 7am  August 26 2024 without notice they repo my car  after they tow my car Texas bay credit union  sent me a letter saying we got your car  and if you don't gett your belonging we was going  sale them  they didn't not say in the letter how much it would be to get your car back  no conversation if i wanted my car  then they towed  my car to passadena tow yard  they had my car for a week   I missed two days of work  I went though depression  anxiety and metal aunguish  they charge ******* to get my car then had to go to passadena to get my car from the tow yard which i paid another ****** to drive off  I ask for a reciept was never given I call the tow yard the next day to see if they email the reciept she said she could but never got it   i depleted my saving account over ******* dollar to get retrieve my car.  ******** ********* Asset Recovery was the one who mail me the letter staying I need to pick up my personal things and the the manager who had my car towed to Passadena without a phone for me to make the decision to keep my car was ******* ******* they intention was to inflated the amount to make it impossible to get my car  they only started sending letters after they had my car.  not before   
  
  
   
  

  Business Response

  Date: 10/03/2024

  In reference to Mr. ***** complaint, please find our response below for your review.

  Mr. Bhims states that his vehicle was repossessed without any notice from Texas Bay Credit Union.

  Courtesy text messages were sent to the member on the following dates: February *******, February *******, March 1, 2024, March 6, 2024, and March 9, 2024. Mr. ***** opted out of receiving text messages on March 14,2024.

  Additionally, live calls were made, and proof of insurance was requested on these dates: February 28, 2024, March 26, 2024, April 25, 2024, May 22, 2024,June 26, 2024, and June 28,2024.

  Letters were sent to the address on file, indicating that we received notification of the cancellation of Mr. ***** physical damage insurance coverage for his collateral loan, effective September 1, 2023. According to the terms of Mr. ***** agreement, it states, you are required to maintain physical damage insurance coverage on this collateral at all times.The letters were mailed to as follows: the first notice on September 18, 2023,the second notice on October 10, 2023, and a Notice of Placement on October 24,2023.

  Additionally, the Motor Vehicle Retail Installment Contract and Security Agreement specifies that you will be in default if any of the following conditions occur:
  1. You do not pay any amount in full when it is due.
  2. You fail to perform any other obligation that you have undertaken in this contract.
  
  We always stive to assist our members to the best of our ability,and Mr. ***** is no exception. We reached out to Mr. ***** by sending notices via mail and making phone calls. To effectively support our members, we also need their cooperation by responding to Texas Bay Credit Unions attempts. 

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this r
   They never sent any letter  on these dates the only letter we got from Texas Bay was after they took my car and came 4 day after they repo my car  we have every letter that Texas bay for the passed  2 years  they trying to cover up the  massive mistake and don't want take accountability for what  they did  I'm  still looking for  a lawyer to represent me   they have depleted my saving account down ******  NO matter how long it take somebody going to be accountable what they did and a refund
   
  

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of the bank for over 10 yeas. My debit card expired on the last day of May and according to the bank, a new card was mailed out on May 31st??!Seriously??!And it will take ~ 7-10 business days for to to arrive, I have bills attached to that card and they are now accruing massive fees, because the payments cannot go through, WTH!!If the card is to expire on the last day of that month, wouldn't it make sense to have the card mailed out so that that CUSTOMER, gets the card before the end of the month?I was informed that an expedited card would cost 45 dollars, again WTH!!!!Ridiculous.Getting the Texas attorney general involved as well, this is NOT how you operate

  Business Response

  Date: 06/24/2024

  Please see our response attached. 

  Customer Answer

  Date: 07/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

  It must be known how this entity operates. I am still wondering where my original request (to add a secondary address) went, who's hands, was it sold? That is my information, and it was never "really' there in the systems or otherwise.

  If this was done on purpose, Or by accident, I do not know, nor do I care. The fact remains, TBACU needs a formal, deep investigation.

  Unacceptable. 

  Debacle after Debacle with these people, Am tired of dealing with them, Cannot wait to change to another bank, Until that time though, understand the reputation of TBACU is no better than other failing banks (like ***** Fargo..etc)

  Horrible reputation.

  
  
  
   

  
  

• Initial Complaint

  Date:04/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 2, 2024, my husband and I were on a cruise, and on that day, we docked at the port in *******, ******. Two unauthorized charges of $2,514.47 and $25.14 were made to our credit card. Despite multiple emails and phone calls, ***** has not removed these charges from our ********** account. The contact dates are as follows: 3/1/2024, 3/15/2024, 3/20/2024, 3/21/2024, 4/22/2024, 4/23/2024, 4/24/2024, and 4/25/2024.The ********************** instructed us to file a report with the City of ************************* even though we were never in ******; we were in ********We have repeatedly requested the following information and have not received any feedback:1) A copy of the receipt from "Ztl*Berlinainmaldonado ************* Mx Mx Neuvo Peso" showing all charges made to **** ******* credit card account, including a visible signature.2) A copy of the investigative report conducted on March 15, 2024, and April 23, 2024, by the **********************, detailing the validation of the charges.3) Evidence of TBACU's policy regarding the liability for fraudulent charges when the credit card is in the owner's possession, especially since no proof has been provided that **** ***** authorized the charges.4) The contact number and address for "Ztl*Berlinainmaldonado ************* Mx Mx Neuvo Peso" and the ****************************** specifically from *******, ******, where we were visiting on February 2, ******) The exact timestamps of the charges of $2,514.47 and $25.14, as requested by Officer ****** from the ******************************** for inclusion in his police report.These charges appeared on **** ******* Mastercard, which ended in 5160 and has since been canceled, with a new card issued, ending in 5978.

  Business Response

  Date: 05/09/2024

  Please find attached our response to complaint ID ******** (******** *****).

  Thank you.

  ***** *****
  Texas Bay Credit Union

• Initial Complaint

  Date:04/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a game we play online. We never disputed any charges that we made. We showed how a separate account had used our bank account to make purchases. We were told we had to dispute this through ******, which we did. ****** acknowledged fraud had happened but couldn't help because it was from a 3rd party vendor not through ******. We resubmitted our case back to Texas Bay. As of current date, 04/23/24, we basically got told we're liars and we are out of our money. Even with solid proof and ****** backing our validity. Not to mention this had taken two months to come to any resolution. And not to mention, the day we reported the fraud we closed down all the cards.

  Business Response

  Date: 05/17/2024

  This dispute was initially denied on 03/21/2024 but was reopened and processed on 04/24/2024.  
  
  Provisional credit was provided to the cardholders that same day. The dispute is active and being reviewed.

• Initial Complaint

  Date:12/01/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Texas Bay charge me $15 for wire that was not sent. The inability to sent the wire or have a timely procedure to correct wire resulted in me incurring substantial costs and lost time.
  
  The information I provided was not used as intended.